In our last tip, we explained a simple math error we found in a home-grown cap planning spreadsheet that we were reconciling while converting to our cap planning system. Here is another fun error to giggle about. I may have told this one before, but it is fun. We worked with a large, well-known travel company, and were trying to figure out the difference between their old spreadsheet’s staffing calculation and our new system’s staffing waterfall. It took us a while, but we found this weird calculation in their spreadsheet: Staffing = Erlang C (volume, handle time, service goal) +15...
Join the WFH Alliance for two days of candid discussions, practical strategies, and peer learning focused on leading remote and hybrid contact center teams. This in-person experience is your opportunity to connect with forward-thinking leaders, gain actionable insights, and explore solutions to common challenges. Registration includes optional attendance to the St. Paul Saints game the evening of June 2nd at no additional cost! Agenda Highlights: Technology implementation stories Legal landscape and compliance review from Jackson Lewis Attorneys Sourcing, hiring, onboarding,...
Date: Wednesday, January 28 Time: 10:00-11:00 am CT Why AI Alone Isn't Enough: The Role of Real-Time Automation Turning Insights into Actions—At Scale. AI investments in customer service often fail to deliver promised ROI. The missing piece? Real-time automation that turns potential into performance. While most WFM vendors now offer AI co-pilots and analytics, prospects ask: "Why do I need anything else?" The answer lies in what AI assistants don't address—the 60-70% of an agent's day spent between customer interactions....
A Live Look at the New Anaplan Contact Center Planning Application. Date: Thursday, February 12 Time: 11 AM CT Learn how the Anaplan Contact Center Planning application delivers modern, AI-driven capacity and scenario planning, with a live demo, walking through how planners can: Improve workload forecasting and staffing models Plan capacity and allocate work more accurately Analyze, assess and run more what-if scenarios See cost impacts and drive better planning decisions The demonstration will showcase how the Anaplan application brings together operational...
